Adminstrative Supervisor

Make a Difference

At MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide.

We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you.

Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future.

Together, we thrive, push our limits, and work as team to help you reach your full potential.

What will your job look like?

The Supervisor, Administrative provides independent review and monitoring of the mobility service in accordance with MTA policies and procedures.  The Supervisor, Administrative will be responsible for interfacing with MTA about various functions related to the scope of services provided by the MOCC, Service Delivery Contractor(s), and other third-party contracted services.  The Supervisor, Administrative, is responsible for managing complaints for designated clients, in accordance with client requirements, MTM policies and procedures.

This position is contingent upon award of RFP.

Location: MTA Assessments- Baltimore, MD

What you’ll do:


* Personnel management will include, but not limited to: training employees, providing guidance, assigning and directing work, addressing complaints, and resolving problems


* Monitor team performance in relation to resolution time frame, quality and collaboration


* Perform a second review for complaints designated invalid or with insufficient information


* Provide leadership to include quality performance monitoring, improving processes and development of employees


* Provide coaching, call support and balanced feedback to quality coordinators


* Review workloads and assign complaints for investigation and resolution accordingly


* Provide timely, professional responses to all compliant resolution contacts


* Evaluate complaint Investigation audit and give affirmative and corrective action as necessary


* Perform both operational and administrative functions, according to business need


* Review, evaluate and report on contract performance data


* Perform inspections of all Service Delivery and MOCC activities


* Monitor Mobility Contractor operations and report deficiencies


* Manage the customer compliant process


* Assist MTA, as needed, in facilitating review and closure of any corrective action plans from the MOCC and Service Delivery contractors


* Provide oversight, in conjunction with MTA, for safety


* Review and monitor Service Delivery functions such as vehicle maintenance, operator training and performance, as well as Service Delivery facility inspections


* Execute and manage resources assigned to special projects and tasks


* Perform QA functions including but not limited to service monitoring, data sampling, data analysis, report preparation and reviewing information from the MOCC and Service Delivery Contractor(s)

What you’...